Directs product and software support operations, leading support teams, managing ticket queues and escalations, enforcing SLAs, monitoring service metrics, coordinating incident resolution, and partnering with Product and Engineering on recurring issues. Develops support processes, documentation, staffing plans, reporting, and continuous-improvement initiatives while ensuring customer communications, release support, regulatory compliance, and operational governance.
JOB TITLE: Director of Operations – Product & Software Support
FLSA STATUS: Exempt
DEPARTMENT: Transportation
REPORTS TO: Vice President, Product
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Remote
TRAVEL: 5-10%
ESSENTIAL DUTIES & RESPONSIBILITIES
- Lead, mentor, and manage support analysts and other support personnel.
- Establish and enforce support processes, procedures, and service standards.
- Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues.
- Conduct daily analysis of support incidents, aging tickets, SLA compliance, and customer-impacting issues.
- Serve as the primary escalation point for unresolved support incidents and coordinate resources necessary to achieve resolution.
- Facilitate communication between customers, support staff, product management, development teams, quality assurance teams, and leadership.
- Track, report, and improve key support performance indicators, including response times, resolution times, customer satisfaction, and SLA adherence.
- Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures.
- Coordinate root cause analysis activities for significant incidents and ensure corrective actions are implemented.
- Identify recurring issues and collaborate with Product and Engineering teams to prioritize long-term solutions.
- Support software releases, production deployments, and post-implementation support activities as required.
- Participate in customer meetings, status reviews, escalation calls, and operational governance meetings.
- Ensure accurate reporting of support metrics, trends, risks, and operational concerns to leadership.
- Assist with staffing plans, workload forecasting, and resource allocation.
- Promote a culture of accountability, customer service excellence, continuous improvement, and operational discipline.
- Ensure support activities comply with company policies, security standards, contractual requirements, and applicable regulations.
- Other duties as assigned.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE)
- Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent work experience.
- 5+ years of experience in software, application, technical, or customer support environments.
- 2+ years of experience leading support teams or managing support operations.
- Experience managing incident escalation processes and customer-facing communications.
- Experience working with ticketing and service management platforms.
- Strong understanding of SLA-driven support operations.
- Excellent written, verbal, and interpersonal communication skills.
- Proven ability to manage multiple priorities in a fast-paced environment.
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)
- Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications.
- Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems.
- Familiarity with ITIL principles and service management best practices.
- Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools.
- Knowledge of software development lifecycle (SDLC) processes.
- Experience creating support metrics dashboards and operational reporting.
- Project management or service management certifications are a plus.
- Experience supporting mission-critical systems with strict contractual SLAs.
KEY COMPETENCIES
- Customer Focus
- Leadership and Team Development
- Incident Management
- Problem Solving and Decision Making
- Communication and Stakeholder Management
- Process Improvement
- Service Delivery Management
- Escalation Management
- Accountability and Ownership
- Strategic Thinking
- Conflict Resolution
- Operational Excellence
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Similar Jobs
Fintech • Software
Leads enterprise network security architecture, engineering, and modernization across cloud and on-premises environments. Designs firewalls, WAF, DDoS protection, Azure connectivity, microsegmentation, Zero Trust, SASE, and SD-WAN solutions. Serves as a Level 3 incident escalation point, drives root-cause analysis and resilience improvements, establishes automation and DevSecOps standards, and mentors engineers. Partners with stakeholders and vendors to deliver secure, scalable network security platforms.
Top Skills:
Api SecurityAzureCi/CdDdos ProtectionEnterprise FirewallsInfrastructure As CodeLan/WanLoad BalancingMicrosegmentationNetwork Detection And Response (Ndr)PowershellPythonSaaSSaseSd-WanSIEMSseWeb Application Firewall (Waf)Zero Trust
Fintech • Software
Leads the Network Security Engineering and Operations team, overseeing enterprise network security infrastructure, availability, lifecycle management, monitoring, incident response, compliance, risk mitigation, and 24/7 escalation support. Manages engineers, vendors, budgets, strategic projects, and cross-functional initiatives while communicating cybersecurity risks to technical and executive audiences. Drives automation, resilience, continuous improvement, and preventative security practices across sites, datacenters, and cloud environments.
Top Skills:
Cloud SolutionsDdos ProtectionFirewallsLoad BalancersMicrosegmentationNetwork MonitoringNetwork Security AutomationRemote Access TechnologiesRoutersSwitchesVulnerability ManagementWeb Application Firewalls (Waf)Wireless Access Points
Information Technology • Cybersecurity
Manage a global 24/7 Security Operations Center, including analyst leadership, shift coverage, operational processes, quality assurance, training, and career development. Improve workflows, playbooks, and service-level performance while collaborating with Product, Support, Tactical Response, Threat Hunting, and Detection Engineering teams. Lead initiatives, track security operations objectives, operationalize new services, and communicate technical concepts to internal stakeholders and external audiences.
Top Skills:
AutomationData ScienceDetection EngineeringDigital ForensicsIncident ResponseMalware AnalysisSecurity Operations CenterThreat HuntingWindows
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
